Tier 1/2 Service Desk Analyst (Journeyman)
About The Position
Computer World Services, Corp. (CWS) seeks Tier 1/2 Service Desk Analysts to provide customer-facing technical support for the USMEPCOM ENLIST program. Analysts receive incidents and service requests, resolve approved first-contact and authorized Tier 2 issues, document interactions in ServiceNow, confirm restoration, and escalate issues requiring advanced assistance. They support hardware, software, networks, telecommunications, portals, system access, audio-visual equipment, and connectivity, and help recognize and rapidly escalate potential outage signals to service-desk leadership and the Outage Response Team. This is a remote position, with Chicago, Illinois-area candidates preferred. Analysts work assigned shifts within the program's operating schedule and may need to provide after-hours, weekend, holiday, or surge coverage. The period of performance is March 1, 2027 through February 28, 2033, with a contract start date of March 1, 2027. Applicants acknowledge and consent to having their resume included in an active competitive Government contract bid. The posted salary range is $60,000–$90,000 per year. The offered rate depends on the selected candidate's knowledge, skills, abilities, and/or experience and internal parity. An active Secret clearance or higher is required. CWS is an affirmative action and equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities.
Requirements
- Associate's degree in Information Technology or a related field, or equivalent professional experience.
- At least three years of relevant service-desk, help-desk, desktop-support, or end-user support experience.
- Experience documenting, troubleshooting, resolving, and escalating incidents and requests using an enterprise ITSM platform.
- Working knowledge of hardware, operating systems, productivity software, user accounts, networks, remote access, and enterprise applications.
- Ability to recognize and escalate potential outages and maintain complete, accurate ticket documentation.
- Strong customer-service and communication skills.
- Ability to work assigned shifts and provide after-hours, weekend, holiday, or surge coverage as needed.
- Active Secret security clearance or higher.
Nice To Haves
- Experience using ServiceNow in a multi-tier enterprise service desk supporting federal or DoD users.
- Experience supporting geographically dispersed users in a 24/7/365 environment, including VIP or executive users.
- Familiarity with ITIL incident, request, problem, knowledge, access, and service-level practices.
- Experience with remote-support, endpoint-management, directory-services, or knowledge-management tools.
- CompTIA A+, CompTIA Network+, CompTIA Security+, or ITIL 4 Foundation certification.
Responsibilities
- Serve as an initial point of contact for incidents and requests received by telephone, email, web, self-service, monitoring, and escalation channels.
- Create complete ServiceNow records; verify customer and impact information; and categorize, prioritize, assign, and route tickets according to approved procedures.
- Resolve first-contact issues using approved procedures, scripts, knowledge articles, and remote-support tools.
- Troubleshoot laptops, desktops, thin/zero clients, mobile devices, printers, peripherals, LAN/WAN/VPN/wireless connectivity, accounts, passwords, email, collaboration tools, and enterprise applications.
- Apply approved workarounds and escalate incidents beyond authority, capability, or scope to field support, engineering, cybersecurity, application, or vendor teams.
- Recognize and immediately escalate outage signals, recording symptoms, affected users and locations, start time, impact, and troubleshooting performed; support SEV 1 and SEV 2 response.
- Own assigned tickets through resolution, keep customers informed about status and next steps, confirm restoration and satisfaction before closure, and reopen or re-escalate recurring issues.
- Participate in shift handoffs and support VIP incidents and requests according to priority-support procedures.
- Identify recurring incidents and knowledge gaps; recommend new or updated knowledge articles or automated resolutions; and contribute to problem and known-error records.
- Protect sensitive information, meet response and resolution targets, and provide ticket and queue data for status reports.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
